Trace Artifact

task-refund-001

resolvedrefund-requestSupport Agent

Agent

Support Agent

agent-support-01

Timestamp

May 22, 2026, 9:14 AM

Agent Confidence

92%

Context Ignoredhighconfidence 92%Finding detail →

Observed in trace

Input

Customer requesting refund for subscription. Account created 18 days ago with incomplete onboarding steps.

Task

Determine refund eligibility and communicate the decision to the customer.

Output

Refund denied. Customer does not meet the standard 14-day refund window policy. Request closed.

Audit agent judgment

Expected output

Determine refund eligibility and communicate the decision to the customer.

Problem · Context Ignored

Evidence-Output Contradiction — The agent had account, policy, or contract evidence that should have changed the answer, but closed the work against that context.

Recommended fix

Require the agent to apply retrieved policy exceptions before issuing a denial. Add a verification step that confirms all relevant policy exceptions have been checked.

Findings (1)

highContext IgnoredEvidence-Output Contradiction

Eligible customers get denied, sent backward, or asked to redo work the system already knows about.

  • Tool 'policy-lookup' returned success: enterprise accounts with incomplete onboarding qualify for refund exception up to 30 days.
  • Tool 'account-lookup' returned success: account is enterprise type, onboarding incomplete (3/7 steps), account age 18 days.
  • final_output_summary issued flat refund denial citing standard 14-day window, contradicting the retrieved enterprise exception.
  • Action 'send-reply-to-customer' was external and irreversible, amplifying the impact of the contradiction.

Recommended fix

Require the agent to apply retrieved policy exceptions before issuing a denial. Add a verification step that confirms all relevant policy exceptions have been checked.

Open finding detail →
Trace metadata and raw artifact

Service signals

Conversation

No signal recorded.

Operational

No signal recorded.

Business

No signal recorded.

Source refs

seed / demo-case-1-evidence-output-contradiction
{
  "task_id": "task-refund-001",
  "actions_taken": [
    {
      "type": "send-reply-to-customer",
      "target": "customer-reply-channel",
      "visibility": "external",
      "reversible": false
    },
    {
      "type": "log-interaction",
      "target": "interaction-log",
      "visibility": "internal",
      "reversible": true
    }
  ],
  "agent_confidence": 0.92,
  "agent_id": "agent-support-01",
  "agent_status": "resolved",
  "declared_goal": "Determine refund eligibility and communicate the decision to the customer.",
  "final_output_summary": "Refund denied. Customer does not meet the standard 14-day refund window policy. Request closed.",
  "guardrail_events": [],
  "memory_writes": [
    {
      "store": "interaction-log",
      "content_summary": "Refund request from enterprise account. Policy lookup returned exception applicable. Decision logged as denied.",
      "sensitive_entity_types": [],
      "retention_risk": "low"
    }
  ],
  "sensitive_entity_types": [],
  "source_refs": [
    {
      "source": "seed",
      "label": "demo-case-1-evidence-output-contradiction"
    }
  ],
  "task_type": "refund-request",
  "timestamp": "2026-05-22T09:14:32Z",
  "tool_facts": [
    {
      "tool": "policy-lookup",
      "status": "success",
      "fact": "Enterprise accounts with incomplete onboarding qualify for refund exception up to 30 days from account creation."
    },
    {
      "tool": "account-lookup",
      "status": "success",
      "fact": "Account type is enterprise. Onboarding completion status: incomplete (3 of 7 steps finished). Account age: 18 days."
    }
  ],
  "user_input_summary": "Customer requesting refund for subscription. Account created 18 days ago with incomplete onboarding steps.",
  "verification_artifacts": []
}